Delivery & Returns FAQ
Delivery FAQ
At Vine & Soul we love wine but as a product, it’s fragile, perishable and heavy (bring on paper bottles!). In short, a pain to move around. However, here at Vine & Soul we do our best to tackle those challenges so that you enjoy your wine in a timely and convenient manner.
With that in mind, we’ve created the below FAQ to try answer any of your delivery questions. If you have a question not answered below please feel free to contact us.
All orders are subject to stock availability.
Standard Delivery:
Orders under £60 are charged £9.98 for delivery
Orders over £60 are charged £4.99.
For orders received before 11 am we aim to make deliveries within 1-2 working days between Monday-Friday.
Orders received after 11 am will be processed the following day and delivered 1-2 days after then.
Example: –
- For an order received 10 am Monday we aim to deliver on Tuesday/Wednesday
- For an order received 4 pm Monday we aim to deliver on Wednesday/Thursday
- For an order received 10 am Friday we aim to deliver the following week on Monday/Tuesday
Free Delivery:
Orders with 6 single bottles or more (excluding pre-mixed cases) or a spend of £150 or more qualify for free delivery.
Delivery Locations:
We deliver across mainland UK including, The Isle of Man, Scottish Islands & Scilly Isles.
Currently, we don’t deliver to Northern Ireland, The Channel Islands or abroad. If you are abroad and would like to organise a dedicated shipment of our wines you can contact us at info@vineandsoul.co.uk to discuss the details.
Delivery Times:
You can request timed deliveries consisting of a three-hour window in England, Wales, and the central belt of Scotland which we will make our best endeavours to adhere to but cannot be guaranteed.
All other areas, unfortunately, require an all-day delivery window as we must use third-party companies to deliver to these areas.
Delivery Issues:
Although it’s our aim to make sure all bottles arrive with you on-time and undamaged sometimes accidents do occur. If you’re wine hasn’t arrived or arrived damaged please don’t hesitate in contacting us. We will always endevour to either refund or replace any broken bottles.
Proof of Age:
At Vine & Soul, we take the risk of underage drinking seriously. As such our drivers are instructed not to deliver where a recipient appears to be under the age of 18. Proof of age may be requested before carrying out the delivery
Returns FAQ
If you’re not happy with any wine that we have provided please tell us. Feedback is critical to us as we would always prefer to know if you’ve not enjoyed, it’s the only way we can improve our offerings.
Faulty Wine:
Although cork taint is much less of a problem in the industry it can still occur. Although we always work with producers who adhere to the highest levels of care & hygiene issues can still occur. If you feel a bottle is faulty in anyway please contact us straight away and we will issue you a refund.
I’ve changed my mind:
We appreciate that plans can change (especially in this day and age!) and that you may want to cancel or return a purchase.
If the order has not been shipped we can provide a full refund (including delivery costs). No questions asked.
If you order has already been shipped and/or delivered and it is less then 14 days since the original purchase date you can simply send the unopened wines back to us and we will refund you the full purchase price of the wine (excluding delivery costs).
To organise a cancellation or return simply contact us with your order number.
Order Issues:
If you receive the wrong wine or the wine is damaged in any way please contact us within 30 days of purchase. We will either refund or replace the part of the order that was incorrect or damaged.